RE: Re: Unexpected charge? - [#821878]

Thank you!

 

From: lisa.barker@thekey.com <lisa.barker@thekey.com> 
Sent: Friday, June 14, 2024 5:51 AM
To: eclark@thekey.com; 'Timothy Thomas' <tt@thekey.com>; 'Cynthia Lum' <clum@thekey.com>
Cc: 'Joey Taylor' <joey.taylor@thekey.com>; 'Lito Delapena' <lito.delapena@thekey.com>
Subject: RE: Re: Unexpected charge? - [#821878]

 

I believe you are asking about Schauber and this refund was done on 6/11/2024 based on Ticket#829948. This was done through Solupay so it would have gone through Chase. 

 

Hope this helps!

 

Thanks,

 

 

Lisa Barker 

Manager, Cash Application

lisa.barker@thekey.com <mailto:lisa.barker@thekey.com> 


 <https://homecareassistance.com/> 

 

 

 

 

From: eclark@thekey.com <eclark@thekey.com> 
Sent: Friday, June 14, 2024 7:41 AM
To: 'Timothy Thomas' <tt@thekey.com>; 'Cynthia Lum' <clum@thekey.com>; lisa.barker@thekey.com
Cc: 'Joey Taylor' <joey.taylor@thekey.com>; 'Lito Delapena' <lito.delapena@thekey.com>
Subject: RE: Re: Unexpected charge? - [#821878]
Importance: High

 

Lisa/Cynthia-

Can you confirm please?

 

From: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > 
Sent: Tuesday, June 11, 2024 11:05 AM
To: Cynthia Lum <clum@thekey.com <mailto:clum@thekey.com> >
Cc: Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >; Joey Taylor <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> >; Lito Delapena <lito.delapena@thekey.com <mailto:lito.delapena@thekey.com> >; lisa.barker@thekey.com <mailto:lisa.barker@thekey.com> 
Subject: Re: Re: Unexpected charge? - [#821878]

 

Hi Lito,

 

I’m not seeing Schauber. The client from yesterday with the 650 charge. Were they refunded as well?




Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:tt@thekey.com> tt@TheKey.com


(514) 591-9387

	

 <https://www.thekey.ca/> TheKey.ca


 <https://www.thekey.com/> 

 

 

On Tue, Jun 11, 2024 at 12:55 PM Cynthia Lum <clum@thekey.com <mailto:clum@thekey.com> > wrote:

Hi All,

 

Refunds have been processed to the 4 clients affected.  Receipts and the batch number are attached.  All accounts in Converge for Montreal and Vancouver have been suspended so this does not happen again. 

 

 




Cynthia Lum 


Client Account Specialist 


Please note my email has changed: 


 <https://brand.thekey.com/esg/clum@thekey.com> clum@thekey.com 


408-669-5030

	

 <https://www.thekey.com/> TheKey.com 


 <https://homecareassistance.com/> 

 

 

On Tue, Jun 11, 2024 at 6:39 AM <lisa.barker@thekey.com <mailto:lisa.barker@thekey.com> > wrote:

Cynthia,

 

Please pull together a list of clients with amounts that need to be refunded today. Let’s confirm that all payments went through and get the refund list completed by EOD. Schedule some time to discuss with me if needed.

 

Thanks,

 

 

Lisa Barker 

Manager, Cash Application

lisa.barker@thekey.com <mailto:lisa.barker@thekey.com> 


 <https://homecareassistance.com/> 

 

 

 

 

From: Lito Delapena <lito.delapena@thekey.com <mailto:lito.delapena@thekey.com> > 
Sent: Friday, June 7, 2024 9:11 AM
To: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Cc: lisa.barker@thekey.com <mailto:lisa.barker@thekey.com> ; Cynthia Lum <clum@thekey.com <mailto:clum@thekey.com> >; Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >; Joey Taylor <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> >
Subject: Re: Re: Unexpected charge? - [#821878]

 

Good Morning Tim,


Thank you so much for providing the bank statement, @Lisa Barker <mailto:lisa.barker@thekey.com>  @Cynthia Lum <mailto:clum@thekey.com>  please review the attached and advise when we can expect the affected clients to be refunded. Will have the HD/Collections Team assist in making contact with the clients to advise the refunds.

 

Thank you,





Lito Delapena 


Help Desk Manager


Please note my email has changed: 


 <https://brand.thekey.com/esg/lito.delapena@thekey.com> lito.delapena@thekey.com 


619-722-8561 Ext. 190013 

	

 <https://www.thekey.com/> TheKey.com 


 <https://homecareassistance.com/> 

 

 

On Fri, Jun 7, 2024 at 5:57 AM Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Here's the bank statement.




Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:tt@thekey.com> tt@TheKey.com


(514) 591-9387

	

 <https://www.thekey.ca/> TheKey.ca


 <https://www.thekey.com/> 

 

 

On Wed, Jun 5, 2024 at 6:03 PM <lisa.barker@thekey.com <mailto:lisa.barker@thekey.com> > wrote:

I agree we would want a statement showing the funds received. 

 

Thanks,

 

 

Lisa Barker 

Manager, Cash Application

lisa.barker@thekey.com <mailto:lisa.barker@thekey.com> 


 <https://homecareassistance.com/> 

 

 

 

 

From: Lito Delapena <lito.delapena@thekey.com <mailto:lito.delapena@thekey.com> > 
Sent: Wednesday, June 5, 2024 4:23 PM
To: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Cc: Cynthia Lum <clum@thekey.com <mailto:clum@thekey.com> >; Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >; Joey Taylor <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> >; Lisa Barker <lisa.barker@thekey.com <mailto:lisa.barker@thekey.com> >
Subject: Re: Re: Unexpected charge? - [#821878]

 

Yes please, We would just need some sort of reporting where we can confirm that these funds have hit out accounts rather than blindly refunding. @Lisa Barker <mailto:lisa.barker@thekey.com>   What are your thoughts?

 

 





Lito Delapena 


Help Desk Manager


Please note my email has changed: 


 <https://brand.thekey.com/esg/lito.delapena@thekey.com> lito.delapena@thekey.com 


619-722-8561 Ext. 190013 

	

 <https://www.thekey.com/> TheKey.com 


 <https://homecareassistance.com/> 

 

 

On Wed, Jun 5, 2024 at 2:16 PM Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Hi Lito. 

 

Do you mean a bank statement? The converge deposits come into the bank as a lump sum. 




Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:tt@thekey.com> tt@TheKey.com


(514) 591-9387

	

 <https://www.thekey.ca/> TheKey.ca


 <https://www.thekey.com/> 

 

 

On Wed, Jun 5, 2024 at 4:48 PM Lito Delapena <lito.delapena@thekey.com <mailto:lito.delapena@thekey.com> > wrote:

Hey Tim and Joey,

 

So from review with Cynthia on the payment application team we found the following clients including Yolande Abdo who were previously set up for Annual automatic payments within Converge.  @Timothy Thomas <mailto:tt@thekey.com>   Would you be able to pull a bank deposit report for these transactions so we can see if they settled before refunding them all out of converge?

 

 







Lito Delapena 


Help Desk Manager


Please note my email has changed: 


 <https://brand.thekey.com/esg/lito.delapena@thekey.com> lito.delapena@thekey.com 


619-722-8561 Ext. 190013 

	

 <https://www.thekey.com/> TheKey.com 


 <https://homecareassistance.com/> 

 

 

On Wed, Jun 5, 2024 at 12:02 PM Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Ok, please keep us posted.

 

On Wed, Jun 5, 2024 at 12:56 PM Lito Delapena <lito.delapena@thekey.com <mailto:lito.delapena@thekey.com> > wrote:

Hey Tim and Joey,


Thank you for bringing this to my attention, from whati know when we transitioned payment methods in Versapay the greenlight was giving to the help desk for the Payments team and Lisa. Unfortunate that this continues to become an issue. I will need to work with The payment application team to confirm what was previously charged and will work on a refund back to the client.


Thank you,





Lito Delapena 


Help Desk Manager


Please note my email has changed: 


 <https://brand.thekey.com/esg/lito.delapena@thekey.com> lito.delapena@thekey.com 


619-722-8561 Ext. 190013 

	

 <https://www.thekey.com/> TheKey.com 


 <https://homecareassistance.com/> 

 

 

On Wed, Jun 5, 2024 at 9:26 AM Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Hi Lori,

 

This is the thirds former client that has reached out saying we’ve run their card. Are we clearing old balances? What’s happening?

 

Thanks




Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:tt@thekey.com> tt@TheKey.com


(514) 591-9387

	

 <https://www.thekey.ca/> TheKey.ca


 <https://www.thekey.com/> 

 

 

---------- Forwarded message ---------
From: Nadim Abdo <lenadimonlysignsin@outlook.com <mailto:lenadimonlysignsin@outlook.com> >
Date: Wed, Jun 5, 2024 at 12:16 PM
Subject: Re: Re: Unexpected charge? - [#821878]
To: tt@thekey.com <mailto:tt@thekey.com>  <tt@thekey.com <mailto:tt@thekey.com> >, Cathy Saari <billing@thekey.com <mailto:billing@thekey.com> >
CC: djacobs@thekey.com <mailto:djacobs@thekey.com>  <djacobs@thekey.com <mailto:djacobs@thekey.com> >, joey.taylor@thekey.com <mailto:joey.taylor@thekey.com>  <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> >

 

Hi - Any update please? 

This is what I see on my credit card statement (note it's in US dollars) – at this time I believe this in error on your part as we have not used any services in over a year.

Kindly take care of this today, I will otherwise need to inform the credit card company by tomorrow morning to dispute the charge so they don't say i waited too long (the charge hit my account on saturday).

 

Thanks for your attention to this. 

 



  _____  

From: Cathy Saari <billing@thekey.com <mailto:billing@thekey.com> >
Sent: Tuesday, June 4, 2024 7:50 AM
To: tt@thekey.com